Support Engineer at cyara

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us?  Check out:  www.cyara.com Cyara’s Diversity, Equity, Inclusive and Belonging Statement:  At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.  Cyara’s Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.  Cyara is seeking an experienced technical support engineer to join our Customer Support team. In this role, you'll provide comprehensive technical support to our enterprise customers, serving as their trusted advisor and ensuring their success with the Cyara Platform. Please note the standard working hours for the Support Engineer are 2 - 11 pm Irish Standard Time. Let's talk about your role and responsibilities • Make our customers happy: Create great experiences for our customers when they need help. Build trust and strong relationships with customers. • Managing support cases to enable fast resolution of inbound requests, while delivering quality work, meeting or exceeding our customers’ expectations. • Contributing and maintaining both internal and customer-facing content in our Knowledge Center to drive knowledge sharing across the team and help our customers self-serve. • Be a product expert: Learn Cyara products intimately and help customers (and other team members!) do the same. • Maintaining up-to-date expertise and certifications in the Cyara suite of products and related technologies. • Resolve issues: Investigate issues in the product and partner closely with engineering to fix issues. • Using our ticket tracking system to work on customers' requests; research, troubleshoot and identify solutions to product, software, network, and hardware issues. • Documenting defects that are escalated to the Engineering team. • Documenting production-impacting incidents. • Represent the voice of the customer: Represent our customers' needs to drive our product in a strong direction • Managing internal and customer-facing communications in the event of outages or incidents, keeping all parties updated on progress. • Improve how we operate: Whether it's our tools, systems, or processes, we'll rely on you to help us scale our support. • Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Customer Support team. Let's talk about your skills/expertise: • BS in Computer Science or related field, or equivalent experience • Minimum 1 year of experience supporting complex software products (VoIP, IVR, Genesys, Avaya, Cisco, Nortel PBXs) • Strong knowledge of network fundamentals and protocols • Expertise in SIP/H323 VoIP, WebRTC, and/or ISDN signaling systems • Understanding of web technologies and internet security standards, web debugging skills across multiple browsers using Developer Tools • Scripting abilities (shell, Python, JavaScript) • Experience with call tracing using application logs, Wireshark, and carrier traces • Knowledge of Windows Server 2016+ operating systems • Web API experience, automation, and REST API troubleshooting • Excellent analytical, troubleshooting, and communication skills Other skills you may have: • Understanding of CTI • Experience with AWS cloud services • Familiarity with contact centers and agent software (Genesys Cloud, Cisco Finesse, NICE CXone, Amazon Connect) • Experience with MS SQL Server 2016+ (running queries, using SQL Management Studio) • Knowledge of QA methodologies • Familiarity with Elasticsearch, Sumologic, Splunk, Grafana • Experience with Zendesk, Salesforce, Jira. • Knowledge of JQuery, HTML, CSS Why you should join us:  At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an  equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere. Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.  We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day:  Deliver Excellence Innovate Boldly Integrity First Embrace Curiosity Interested? Know someone who might be? Apply online now.  Agencies: Thanks, but we’ve got this one!  Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team.  Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place, and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.